Coaching & Quality Assurance - Customer Success
About the Role
You will work in-office as a client-facing Customer Success Representative with ownership of coaching and quality assurance. You will review customer interactions for accuracy and policy alignment, run a coaching cadence to raise rep performance, build QA scorecards and calibration practices, and report on KPIs. You will triage and resolve high-volume tickets, escalate complex cases to Payments Risk Compliance or Product Engineering, and support KYC/CIP and payments investigations. You will design and deliver training modules, draft customer-facing content and macros, and drive process improvements to reduce repeat contacts while keeping documentation and case notes audit-ready.
Requirements
- 4+ years in a financial services support or operations role
- Prior experience leading coaching and or QA in a support environment
- Strong client-facing judgment and communication skills
- Ability to triage prioritize and execute in fast-moving environments
- Hands-on familiarity with KYC and CIP concepts
- Proven experience supporting ACH debit cards Apple Pay and wires
- Working knowledge of markets trading lifecycle execution confirmation settlement
- High emotional intelligence with de-escalation and expectation setting skills
- Track record of process improvement to reduce repeat tickets
Responsibilities
- Own support quality across tickets and chat
- Review customer interactions for accuracy tone completeness and policy alignment
- Run a coaching cadence and deliver targeted feedback and improvement plans
- Build and maintain QA scorecards rubrics and calibration practices
- Establish report and translate KPIs into action
- Design and deliver training modules onboarding refreshers and scenario drills
- Triage prioritize and manage a high-volume queue
- Serve as primary escalation point for complex cases and coordinate handoffs
- Support KYC CIP workflows including identity verification and exception handling
- Handle end-to-end payments inquiries including ACH debit cards Apple Pay and wires
- Support account access security flows including login 2FA and account recovery
- Educate customers on trading lifecycle settlement and clearing impacts
- Draft and improve notifications FAQs macros and help-center content
- Drive tooling process and playbook improvements to reduce repeat tickets
- Maintain audit-ready documentation internal notes and handoffs
Benefits
- Competitive salary and equity
- Unlimited PTO
- Health Vision and Dental coverage
- 401(k) match
- Hardware setup MacBook Pro and accessories
- In-office lunch provided five days per week
- Complimentary snacks and drinks in office